OAG- Internal - Child Support | Ombudsman (Program Specialist V) | 26-0533 | OAG Employees Only

INTERNAL OAG EMPLOYEES ONLY

The position will work in the Child Support Customer Service/Ombudsman section, performing complex case analysis, customer service response and technical research. The specialist will assist in implementation, management, monitoring and evaluation of special projects within Child Support Customer Service/Ombudsman and will provide support to the management and staff. The program specialist will conduct research and coordinate reporting within the section; will review, research and respond to complex inquiries and manage the complaint routing system to ensure internet complaints are routed to the appropriate staff; and will assist with preparation and tracking of formal ombudsman complaints to ensure that timely follow up and resolution is achieved.

Employees of the OAG experience the challenge and honor of public service while enjoying a healthy work-life balance; developing hands-on experience; and engaging camaraderie with their colleagues across the state. The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. As the State’s law firm, the OAG provides exemplary legal representation in diverse areas of law. OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.

Reviews, researches, and responds to complex Ombudsman inquiries utilizing the ChAMP system..
Assists in the implementation, documentation, management and evaluation of special projects
Responds to routine and complex customer inquiries via email as assigned in addition to responsible for assisting the Chief Ombudsman with monitoring the ombudsman email box
Prepares complex documents, reports, and charts using EXCEL, Word Perfect 8, Word, and Access.
Prepares and sends routine case correspondence, case forms, and status updates from predetermined routing matrices, and documents all correspondence.
Reviewing the unlogged in customers’ complaints
Resolving and responding to customer complaints that can be resolved at state office level
Routing complaints to the appropriate ombudsman for review that cannot be resolved at the state office level
Assisting field office ombudsman in resolving and escalating ombudsman complaints and issues
Serves as back up for Chief Ombudsman when chief ombudsman is unavailable
Performs related work as assigned
Maintains relevant knowledge necessary to perform essential job functions
Attends work regularly in compliance with agreed-upon work schedule
Ensures security and confidentiality of sensitive and/or protected information
Complies with all agency policies and procedures, including those pertaining to ethics and integrity